Hanzel Orozco

Quality Assurance Analyst II

I am a Quality Assurance Analyst II with a Lean Six Sigma Green Belt certification, specializing in customer service and team leadership. With over 4 years of experience in the industry, I have a strong track record of improving performance through real-time and post-call monitoring, coaching and feedback, and data analysis. My fluency in Spanish and English, as well as my certifications in data analytics, project management, and Lean Six Sigma, make me well-equipped to handle a range of challenges and drive continuous improvement.

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CV

Projects

Quality Assurance Analyst II @ Sitel Group

- Monitor and evaluate customer service interactions through real-time and post-call monitoring, and provide feedback and coaching to improve skills and performance.

- Analyze customer service metrics, such as customer satisfaction scores and first contact resolution rates, to identify areas for improvement and create strategies to increase performance.

- Develop and implement quality assurance processes and procedures to ensure consistent, high quality customer service.

- Collaborate with customer service managers to identify and address cross-functional issues.

- Identify trends and patterns in customer feedback and work with teams to address root causes of customer dissatisfaction.

- Participate in training and development programs for customer service teams.

- Ensure compliance with company policies and procedures, as well as industry regulations.

Team Leader @ Movate

- Lead and motivate a team of call center agents to meet performance objectives, including service levels, first contact resolution, and customer satisfaction scores.

- Monitor team performance through real-time and post-call monitoring, and provide feedback and coaching to improve skills and performance.

- Conduct regular team meetings and one-on-one sessions to discuss goals, feedback, and development opportunities.

- Develop and implement training programs for new and existing team members.

- Analyze call center metrics and create strategies to improve performance and customer satisfaction.

- Handle escalated customer issues and resolve conflicts as needed.

- Collaborate with other department leaders to identify and address cross-functional issues.

Quality Assurance Analyst @ Movate

- Maintain and develop internal support and call center quality standards.

- Monitor inbound and outbound chats and emails to assess associate performance.

- Assist in developing and implementing quality processes and procedures.

- Analyze customer service metrics and create strategies to improve support KPIs.

- Provide specific instructions and support to agents through action plans.

- Participate in calibration sessions to maintain consistency in evaluations.

- Initiate and design training and onboarding programs.

Technical Trainer @ Movate

- Deliver software and service training courses or workshops.

- Create, design, and customize training materials and procedures.

- Arrange and prepare selected training materials for use during live and web-based sessions.

- Set up training environment, including scheduling and logistics.

- Make changes to training materials based on customer feedback and needs assessment.

- Seek increased knowledge of product features and functions, and keep up to date on product changes and upgrades.

- Participate in user conferences and support or train less experienced peers.

Technical Support Specialist @ Movate

- Quickly resolve customer issues with empathy and a sense of urgency.

- Document customer interactions and resolutions in case management systems.

- Contribute to technical knowledge base and other documentation.

- Collaborate with internal teams to identify and fix product defects.

- Work well with cross-functional teams and develop knowledge of the product suite.

- Understand how customers use the solutions and make recommendations for improvement.

- Ensure customer configurations follow best practices and serve as customer advocate.

Software Engineering @ Universidad Estatal a Distancia

Bachillerato en Educacion Media @ Ministerio de Educacion Publica

Educacion General Basica @ Ministerio de Educacion Publica

Lean Six Sigma Green Belt @ Six Sigma Global Institute

Lean Six Sigma White Belt @ The Council for Six Sigma Certification